Field Service Engineer
Mongkok, Kowloon, Hong Kong


Complete field-based activities to support Cepheid product portfolio. Ensure customer satisfaction through effective troubleshooting, repair, and maintenance of GeneXpert products.

Address customer support issues promptly and professionally throughout region. High productivity and initiative to assist with the rapid growth of India install base in a highly professional manner.

Interface regularly with local distributors and commercials teams on all Customer Care related issues and situations.


  • Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way
  • Work closely with cross functional teams as required to resolve customer requests
  • Using CRM and internal systems to ensure compliance and adherence to Cepheid SOP’s
  • Ensure that we meet KPIs and participate / lead Continuous Improvement programs
  • Train customers and distributors in the appropriate maintenance of systems
  • Educate customer and distributors on Cepheid product availability, including system and assay portfolio
  • Maximize system performance and minimize downtime
  • Interpret customers’ and distributors needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters
  • Install instrumentation, train customers and distributors and ensure a smooth and rapid start-up for new customers
  • Demonstration of Cepheid instrumentation, software and reagents to customers and distributors
  • Regular communication with Supervisor and Coordinators for scheduling
  • Timely return of parts, including follow up for collections and deliveries
  • Integrate Cepheid instruments into customer laboratories and provide customer support to the customer during the evaluation and validation process

    Education and Experience (in years) :

  • Bachelor's Degree in Biomedical or Biotechnology is desirable
  • 3+ years’ experience in technical services role
  • Advanced troubleshooting skills
  • Knowledge of instrumentation and working within research / clinical environments
  • Excellent communication skills and technical presentation skills for group and one-on-one presentations
  • Other :

  • Expectation to travel within China, 20-40% of the time
  • Strong communication skills in English language
  • Potential travel requirement outside of India for training / support opportunities
  • Physically able to independently lift and move heavy instruments
  • Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

    The EEO is the Law poster is available here.


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